HaloNinjas
    HaloITSM certified partner badgeSpecialised Halo PartnerHaloITSM certified. Listed in Halo's partner directory.

    HaloCSM, customer service management

    Every channel. One queue. One customer record.

    Email, web, chat, phone and social land in a single queue, with SLAs, self-service and knowledge on the same data model as the rest of Halo. Implemented by the partner that runs its own service desk on the platform.

    Book a demoRequest a trial
    • 1queue for every channel
    • 8–12weeks to go-live
    • 35+Halo implementations
    Customer service queueillustrative
    RequestChannelSLAOwner
    Delivery window missed, order 4471emailDue in 40mDispatch
    Can't log in to the portalchatOn targetSupport
    Invoice query, MarchwebOn targetAccounts
    Product damaged on arrivalphoneBreachedReturns
    Where's my refund?socialOn targetAccounts
    Every channel lands in one queue, on one customer record, with the SLA on the row.

    For teams that answer customers, not just tickets.

    Customer service has the same shape as a service desk, with a harder audience. HaloCSM gives it the same discipline.

    Customer support

    One queue whatever the channel, with the customer's history, contract and last conversation on the ticket.

    Operations and fulfilment

    Requests routed to the team that can act, with the SLA clock visible and escalation when it isn't met.

    Leadership

    Response, resolution and satisfaction by channel and by team, without a spreadsheet.

    What we implement.

    Halo's customer service capabilities, configured for the way your customers actually get in touch.

    Omnichannel

    Every channel into one queue.

    • Email, web, chat and phone
    • Social and messaging channels
    • Channel-aware routing
    • One customer record

    SLAs and escalation

    Promises you can see and keep.

    • SLA per customer or contract
    • Escalation paths
    • Breach alerts
    • Response and resolution reporting

    Self-service

    Let customers help themselves.

    • Customer help centre
    • Knowledge articles
    • Request tracking
    • Branded portals per brand or region

    Automation and AI

    Routine handled, people freed.

    • Triage and routing
    • Suggested replies from knowledge
    • Summaries for handovers
    • Virtual agent with sources

    Knowledge

    Answers where the work happens.

    • Articles from resolved cases
    • Smart search
    • Internal and customer-facing
    • Usage analytics

    Reporting

    Service you can measure.

    • CSAT and NPS
    • Volume and backlog by channel
    • Agent workload
    • Board-level dashboards

    One data model. Four products.

    HaloCSM shares the platform and data model with HaloITSM, HaloPSA and HaloCRM. A customer's support history, contract and sales record are one record.

    HaloITSM and HaloESMService management for IT and every departmentHaloPSAFor MSPs and service providersHaloCSMCustomer service managementHaloCRMSales and relationships

    How an engagement runs.

    Eight to twelve weeks is typical, starting with the channels you already have and the promises you already make.

    Channels first

    We connect the channels you actually use, in the order your customers use them, and retire the inboxes they replace.

    SLAs from your contracts

    The SLA rules come from what you have promised customers, not from a template. Then we make them visible on every row.

    Managed support after go-live

    New brands, new channels, new SLAs: we can administer it for you so the platform keeps up with the business.

    Questions we get asked.

    How is HaloCSM different from HaloITSM?
    Same platform, same data model, different audience. HaloITSM serves employees and internal teams; HaloCSM serves customers, with omnichannel intake, customer portals and CSAT built for that.
    Can it run alongside our service desk?
    Yes, and that is the point. Customer service and the internal desk on one platform means one customer record and one place to look when a customer issue needs an engineer.
    Which channels?
    Email, web forms, live chat, phone and social and messaging channels. We connect the ones you use and can add more later.
    How long does it take?
    Typically eight to twelve weeks from discovery to go-live, channel by channel.

    See it on your own customers.

    Bring a week of real conversations from your busiest channel. We'll show you what they look like in one queue.

    Book a demoRequest a trial

    The trial is on haloitsm.com; it's Halo's own trial, registered to us as your partner.

    Running an internal desk too?

    HaloITSM and HaloESM put every department on the same platform as your customers.

    Read about HaloITSM